Customer Portal
Empower your customers with self-service
Empower your customers with a customizable, fully branded 360° view of their accounts, self-service and on-line ordering.
20-40%
Shorter Ticket Resolution
15-30%
Customer Satisfaction (CSAT) Increase
20-30%
Customer Churn Reduction
2-5%
ARR Increase Through Upselling
A 360° customer account view
Give customers a 360° view of their account details, services, cases and orders.
- List views and dashboards with real time updates
- Data filters, charts, detail views and Excel exports
- Multi-layer maps with service status
- Support for child accounts filtering
Enable 24/7 customer self‑service
Ensure best-in-class experience and reduce account management costs with a 24/7 on-line customer self-service.
- Provide up to date information about products, active orders, service addresses, operational statuses and others
- Share real time account health information including services experiencing issues, alarms, open cases, scheduled maintenance times and others
- Keep customer payments up to date with balances, payments and past-due amounts
Provide 24/7 customer support
Improve user experience, resolve issues faster and reduce phone call and email overhead with on-line customer support.
- Provide customers with a 24/7 on-line support channel
- Enable customer access to all current and past support cases regardless of their origination (phone, email, portal)
- Monitor case status and exchange comments in real time to drive quicker problem resolution
Accelerate customer
order delivery
Give customers 360° visibility into their orders and enable on-line communication between customers and delivery teams.
- Enable customer access to all current and past orders regardless of their origination (a signed quote, e-commerce or API)
- Keep customers informed about their orders with real time updates
- Track and visualize not only new product requests, but also changes, replacements and other order types
- Improve customer communication exchanging order comments and attachments on-line
Generate additional revenue with on-line ordering
Quickly turn up on-line ordering of selected products creating additional revenue streams.
- Easily select products available on-line via the CRM product catalog
- Use standard or dedicated e-commerce price books
- Make on-line ordering easy with familiar concepts such as shop and my cart
Customer Portal
Self-service
- Support for business and residential accounts
- Self sign-up and registration
- All current and historical customer products and subscriptions
- Products, service addresses and charges
- Fulfillment and operational statuses
- Support cases, timelines, and statistics
- Alarms and alarm timelines
- Search, sort, filter, and export data
Support
- All current and historical cases
- Multi-channel case creation: portal, email and API
- Open, close, escalate and other actions
- Customer- and support-originated case comments and attachments
- Scheduled maintenance times
- Email and browser notifications
- Search, sort, filter, and export data
On-line ordering
- On-line products price books
- Shop and My Cart
- All current and historical orders regardless of origination (quote, portal, API)
- Order delivery statuses, expected dates, % tasks completed and others
- Customer- and service delivery-originated comments
- Search, sort, filter, and export data
